by Steve Adubato, PhD

Last week we explored an energy-charged workplace at the Pike Place Fish Market in Seattle, which is featured in the book "Fish: A Remarkable Way to Boost Morale and Improve Results." We also met Mary Jane Ramirez, a talented manager of the Operations group at First Guarantee. Mary Jane is so impressed with what she sees at the fish market that, while skeptical, she attempts to implement some of their principles at her workplace, which has become known as a "toxic energy dump."

First Mary Jane brings her team members to the fish market to witness for themselves what it is like to work in a positive, fun-filled, yet productive environment. Mary Jane's colleagues are greatly impressed, but aren't convinced that these principles will work on their team.

Then, Mary Jane separates her staff into four teams based on the four keys to success that she discovered at the fish market. They include "choose your attitude about work," "create a workplace where you can play and have fun," "make the customer's day," and "be fully present with colleagues and customers."

Mary Jane gives the teams six weeks to meet, collect information and put together a presentation to be given to the entire group. Each presentation must have action items that are doable. The results of her experiment are revealing. Even the most cynical team members find themselves caught up in the project.

The group focusing on incorporating more "play" into the Operations group, comes up with a series of action items: 1) Post signs saying, "THIS IS A PLAYGROUND, WATCH OUT FOR ADULT CHILDREN," 2) Add more life with plants and an aquarium, 3) Start a joke of the month contest, 4) Arrange lunchtime events like a comedian.

The team working on "making the customer's day" offers these suggestions: 1) Stagger work hours so there is coverage from 7:00 a.m. to 6:00 p.m., which will not only be helpful to customers, but also to employees with different needs, 2) Organize focus groups of customers, and ask them what they want and need form the Operations group, 3) Establish a monthly and annual award for service based on the recommendations of customers whose "day were made" by someone on the Operations team.

The "be fully present" team decides to make themselves role models for great listening when dealing with co-workers and customers. They support one another when a team member seems less than present, by establishing the code phrase, "you seem distracted," as a signal for the person to work harder to be present. They also agree never to answer e-mails while talking on the phone with a colleague or customer. What a great idea. Every time I do that (thinking it's more efficient communication), I wind up missing an important piece of information or misunderstanding someone's intent.

Finally, the "choose your attitude" team prepares an attitude "menu" for everyone in the Operations group. The menu has two sides -- one side is a frowning face attached to the words "angry," "bitter," and "disinterested." On the other side of the menu, is a smiling face with the words "energetic," "caring," "supportive," and "creative" included. Across the top of the menu, is the following title in bold print; "THE CHOICE IS YOURS."

While positive change didn't happen overnight, within a year, the Operations group had a whole new energy to it. They were also much more productive. No, the work wasn't necessarily more interesting, but the employees' approach to it was dramatically different. In the end, attitude is everything, isn't it? Write to me about how much energy and enthusiasm there is in your workplace.